C3I is the leading provider of technology services for the life sciences industry. We cater to all the leading pharmacy companies in the world and help them in IT & ITES support. C3i provides help desk support in more than 20 languages for over 300,000 life sciences users in 140 countries.
C3i manages the lifecycle of technology deployed to life sciences
companies. Our 1200 employees provide system implementation, technology
training, multilingual help desk, performance optimization, hardware
provisioning, break-fix, asset management and administration services
for pharmaceutical sales and clinical professionals all over the world.
Experts in life sciences business process, C3i's full commitment to customer satisfaction results in renewal rates and long term key partnerships with top life sciences companies.
Our unique global capabilities help pharmaceutical manufacturers,
sponsors and contract research organizations leverage modern technology
and lower the total cost of ownership.
Website www.c3i-inc.com
Position : Team Leader
Qualification : Any graduate
Salary Range : Best in the industry
Timings : Rotational shift
Transportation : Home Pick up and Drop
Location:
Orion Bldg, 2nd Floor, The "V" IT Park,, Plot No. 17, Software Units
Layout, Madhapur, HYDERABAD, Andhra Pradesh - 500081, India
Job Summary
The Team Lead/Supervisor is responsible for supervising Help Desk
Analysts activities and providing daily direction to the Help Desk
Analysts. Ensuring premium service delivery to field forces through
resource management, applying appropriate staffing levels, motivating
Help Desk Analysts,
Principal Responsibilities: (Essential Function)
Daily Help Desk activities
Monitor open issues queues and work to distribute follow up activities in order to ensure issues are closed within agreed-upon timeframes
Monitor all escalation queues to ensure hand-off times between Tiers, including client resources and third party, are met
Field assistance requests during staffing shortages or Excess Call Volume.
Take steps to balance call flow and other workload across all technicians available
Take steps to ensure technicians meet their call efficiency targets
QA
Perform QAs of technicians interactions with field customers and provide remediation as necessary
Ensure clear, complete and concise logging of all customer service
interactions between Help Desk Analysts and C3i client base. Call
logging includes an accurate account of the problem reported and actions
taken to resolve the issue in addition to the categorization of the Assistance Request
Management
Oversee Help Desk Analyst activities including, but not limited to
scheduling, daily management, productivity management, objective &
goal setting
Act as first level of management escalation for issues requiring leadership attention
Apply appropriate level of supportive or directive guidance as
technicians competence and confidence level varies for each task or
project
Escalate subordinates performance issues and provide feedback consistent with C3is standard practices
Participate in process of selecting high achievers, through various C3i incentive programs
Job Requirements
Skills
Excellent verbal and written communication skills
Strong customer service orientation and expert-level technical skills
Ability to delegate and monitor tasks to subordinates
Technical proficiency in all MS Office applications and familiarity with various hardware platforms is required.
Proven ability to coach employees
Microsoft Certified Professional certification a plus
Working Relationships
Develop and maintain interpersonal relationships with subordinates
Maintain inter-department relationships to resolve client issues
Effectively communicate with both internal and external clients
Competencies
Analysis
Customer Service Orientation
Interpersonal Consideration
Judgment/Decisiveness
Oral Communication
Written Communication
Performance Management
Persuasiveness/Influence
Technical/Professional Competence
Work Standards
Email Address
Kindly send your resumes to - abraj@c3i-inc.com
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